In your first email, make sure you have a capital first letter for the important words (complaint)
You should mention the theft problem in the first email.
There is no 's' with following.
Be careful with your use of pronouns in the second email,problem one.It is slightly unclear what the second 'it' refers to.
In the second problem, 'and the meeting' is unclear - post information about the meeting, or there was a meeting?
'might have neglected it'
It / This is because...
You need to combine some sentences in the third problem.
In the letter, for the first problems, after 'referring' you have an incomplete sentence.
Even though you are rejecting her, you need to soften your language more, and make more attempts at meeting her halfway.
Do not use 'promise'.
How can Ms Ma contact you?
Any goodwill?
To: Becky Chan, Accounts Department (beck.chan@acc.net)
From: Jan Wong,Estate officer (Jan.wong@est.net)
Date: 22nd March 2011
Subject: Questions about a complaint
Hi Becky,
I've got a complaint letter from a resident yesterday. She said that the closure of the office during CNY holiday made her unhappy because she couldn't get our spare key to open the refuse room. Also, she said that we do not ask their opinions about the change of garbage collection system and she wasn't pleased with our staff's performance.
Can you give me some suggestions on how to reply the letter?
Thanks
Cheers
Jan
To: Richard Chan, Estate Manager (Ric.chan@man.net)
From: Jan Wong,Estate officer (Jan.wong@est.net)
Date: 22nd March 2011
Subject:Approval request
Dear Richard,
I have received a letter from Miss Ma about the problems of new garbage collection system and our staff's performance. In the followings I will point out the problems mentioned and related solutions.
1) No spare key of the refuse room
Miss Ma claimed that she lost the key of refuse room so she could not get into it during the closure of our office in Chinese New Year holiday. In fact, our office has posted a notice informing the residents that it will close during the holiday. Moreover, we have reserved several spare keys in the security center so that the residents can borrow them.
2)No prior consultation with residents
Miss Ma alleged that we did not consult with the residents for the introduction of new garbage collection system. Actually, we have posted an announcement on the notice board about this issue and the meeting. Unfortunately, Miss Ma might neglect it and thought that there was no consultation.
3)Staff performance
Miss Ma thought that our staff were rude and unhelpful on many occasions. It is because some of our colleagues are new comers. They are not familiar with our daily operation. Especially during the holiday, they face a lot of pressure and do not know how to handle heavy workload. It is suggested that more on-job training should be provided to increase residents' satisfaction.
I hope those suggestions will be approved. I look forward to your reply.
Best regards,
Jan Wong
The Estate Manager
Collier Estate Management Ltd
22 First Street
Ma On Shan
23 March 2011
4/F Richland Court
Ma On Shan
Dear Miss Ma,
Re: Improvement suggestions
Thank you for your letter on 21 March 2011 about our new arrangement of garbage collection system. First of all, referring to your concern about the spare keys. We have reserved several spare keys in the security center when our office was closed during Chinese New Year Holiday.
Secondly, regarding to the consultation, we have posted an announcement on the notice board about this issue and the meeting. However, I am afraid that you might neglect and miss it.
Finally, the staff's attitude is out of your expectation because some of our colleagues are new comers. They are not familiar with the daily operations. Especially during the holiday, they face a lot of pressure and do not know how to handle heavy workload. We will provide more on-job trainings to improve their performance.
We promise we will provide high quality and efficient service to you in the future.
Feedback
In your first email, make sure you have a capital first letter for the important words (complaint)
You should mention the theft problem in the first email.
There is no 's' with following.
Be careful with your use of pronouns in the second email,problem one.It is slightly unclear what the second 'it' refers to.
In the second problem, 'and the meeting' is unclear - post information about the meeting, or there was a meeting?
'might have neglected it'
It / This is because...
You need to combine some sentences in the third problem.
In the letter, for the first problems, after 'referring' you have an incomplete sentence.
Even though you are rejecting her, you need to soften your language more, and make more attempts at meeting her halfway.
Do not use 'promise'.
How can Ms Ma contact you?
Any goodwill?
To: Becky Chan, Accounts Department (beck.chan@acc.net)
From: Jan Wong,Estate officer (Jan.wong@est.net)
Date: 22nd March 2011
Subject: Questions about a complaint
Hi Becky,
I've got a complaint letter from a resident yesterday. She said that the closure of the office during CNY holiday made her unhappy because she couldn't get our spare key to open the refuse room. Also, she said that we do not ask their opinions about the change of garbage collection system and she wasn't pleased with our staff's performance.
Can you give me some suggestions on how to reply the letter?
Thanks
Cheers
Jan
To: Richard Chan, Estate Manager (Ric.chan@man.net)
From: Jan Wong,Estate officer (Jan.wong@est.net)
Date: 22nd March 2011
Subject:Approval request
Dear Richard,
I have received a letter from Miss Ma about the problems of new garbage collection system and our staff's performance. In the followings I will point out the problems mentioned and related solutions.
1) No spare key of the refuse room
Miss Ma claimed that she lost the key of refuse room so she could not get into it during the closure of our office in Chinese New Year holiday. In fact, our office has posted a notice informing the residents that it will close during the holiday. Moreover, we have reserved several spare keys in the security center so that the residents can borrow them.
2)No prior consultation with residents
Miss Ma alleged that we did not consult with the residents for the introduction of new garbage collection system. Actually, we have posted an announcement on the notice board about this issue and the meeting. Unfortunately, Miss Ma might neglect it and thought that there was no consultation.
3)Staff performance
Miss Ma thought that our staff were rude and unhelpful on many occasions. It is because some of our colleagues are new comers. They are not familiar with our daily operation. Especially during the holiday, they face a lot of pressure and do not know how to handle heavy workload. It is suggested that more on-job training should be provided to increase residents' satisfaction.
I hope those suggestions will be approved. I look forward to your reply.
Best regards,
Jan Wong
The Estate Manager
Collier Estate Management Ltd
22 First Street
Ma On Shan
23 March 2011
4/F Richland Court
Ma On Shan
Dear Miss Ma,
Re: Improvement suggestions
Thank you for your letter on 21 March 2011 about our new arrangement of garbage collection system. First of all, referring to your concern about the spare keys. We have reserved several spare keys in the security center when our office was closed during Chinese New Year Holiday.
Secondly, regarding to the consultation, we have posted an announcement on the notice board about this issue and the meeting. However, I am afraid that you might neglect and miss it.
Finally, the staff's attitude is out of your expectation because some of our colleagues are new comers. They are not familiar with the daily operations. Especially during the holiday, they face a lot of pressure and do not know how to handle heavy workload. We will provide more on-job trainings to improve their performance.
We promise we will provide high quality and efficient service to you in the future.
Yours sincerely,
Jan Wong
Estate officer